Care home maintenance delays

Failure of care home providers to respond to and address maintenance requests in a timely manner, impacting safety and living conditions.

764 items 9 sources 3 inquiries
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Where this theme appears

Care home maintenance delays has been flagged across 9 independent accountability sources:

3 inquiry recs 4 PFD reports 12 committee recs 70 CQC actions 2 PPO recs 42 IMB reports 233 IMB recs 6 PHSO decisions 392 LGO/SPSO decisions

When the same issue appears across inquiries, coroner reports, and regulators independently, it indicates a recurring issue across the public record.

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Source-grouped records are useful for tracing where a concern came from. Large sections show the 50 strongest matches for that source; counts still show the full theme total.

#22 — Increasing maintenance backlog and unknown asset conditions negatively impact Sellafield operations.
Public Accounts Committee
Recommendation: There is an increasing backlog of maintenance tasks at Sellafield which is affecting the condition of Sellafield’s assets. Sellafield Ltd could not carry out some tasks during the COVID–19 pandemic due to restrictions on working practices to prevent transmission of …
Gov response: 4.1 The government agrees with the Committee’s recommendation. Recommendation implemented 4.2 The Sellafield site contains a complicated asset base of over 900 buildings plus associated plant and infrastructure. 4.3 Some assets are currently operational - …
Accepted
#29 — Poor condition of NHS estate significantly hinders effective infection prevention and control efforts.
Public Accounts Committee
Recommendation: A significant obstacle to preventing infections is also the poor condition of the NHS estate.73 Dr Partridge told us that in many hospitals patients are close together and share toilets in facilities that are difficult to clean, and that this …
Gov response: 5.1 The government agrees with the Committee’s recommendation Target implementation date: Summer 2026 5.2 The government is prioritising AMR and infection control across the healthcare system. This includes embedding AMR into national and regional strategies, …
Accepted
#24 — Overseas posts face inadequate capacity and skills for proper estate maintenance.
Public Accounts Committee
Recommendation: Posts not covered by regional facilities management contracts have to use in-house staff or local contractors.65 While larger posts can have dedicated estate managers and estates teams, smaller posts may not have estates specialists on site.66 FCDO’s recent ‘FMR24’ exercise …
Gov response: 6. PAC conclusion: FCDO’s ability to manage its estate is hampered by a lack of staff with the necessary skills and experience. 6. PAC recommendation: FCDO should complete its estate workforce strategy, which should set …
Accepted
#14 — Posts routinely fail to monitor and maintain properties, prioritising reactive over preventative maintenance.
Public Accounts Committee
Recommendation: Posts have responsibility for maintaining their estates. This is funded through budgets allocated to posts by FCDO’s geographic directorates.36 The Head of Mission in each post—the Ambassador or High Commissioner— has the discretion to decide, within the broad budget areas …
Gov response: FCDO’s overseas posts are responsible for managing their own operations, including their estates. Within FCDO, the Estates, Security and Network Directorate (ESND) supports posts to manage their estate by setting corporate standards, providing guidance and …
Under Consideration
#4 — Require Sellafield Ltd to explain actions addressing deteriorating asset condition and maintenance team productivity.
Public Accounts Committee
Recommendation: The failure of the Replacement Analytical Project illustrates the need to improve asset management at Sellafield. Sellafield is frequently in a race against time to complete work before assets (such as buildings or equipment) reach the end of their life …
Gov response: The government agrees with the Committee’s recommendation. Recommendation implemented The Sellafield site contains a complicated asset base of over 900 buildings plus associated plant and infrastructure. Some assets are currently operational - many at or …
Accepted
#5 — Ensure NHS England mainstreams AMR into everyday policy and addresses estate and workforce issues.
Public Accounts Committee
Recommendation: Addressing the threat of AMR should be a core part of all of the NHS’s work, including the fundamentals that reduce the spread of infection. Infection prevention and control measures, such as good hygiene practices, aseptic techniques and high standards …
Gov response: The government agrees with the Committee’s recommendation around the spread of infection through using its modular ward. The modular ward will generate evidence on how the hospital environment contributes to the spread of AMR infection …
Accepted
#5 —
Public Accounts Committee
Recommendation: The NHS estate is in an increasingly decrepit condition, but the Department seems unable to make timely decisions to address these problems. The NAO report found that the cost of tackling outstanding maintenance work on the NHS estate has now …
Gov response: The government agrees with the Committee’s recommendation progress against the strategy, it suggests that these updates are provided to the Committee as necessary rather than annually. The government also notes that whilst details concerning decisions …
Accepted
#3 —
Housing, Communities and Local Government Committee
Recommendation: The level of disrepair in some parts of the social housing sector can undoubtedly be attributed partly to the age and design of the housing stock, some of which was never built to last and is now approaching obsolescence. For …
Not Addressed
#15 —
Public Accounts Committee
Recommendation: We have previously reported that the Ministry and HMPPS’ management of the prison estate has resulted in a staggering backlog of maintenance work.21 The backlog in maintenance is now estimated at £1 billion. The recent spending review included £315 million …
Gov response: 5.4 The department's Spending Review settlement for 2021-22 will provide £315 million in capital funding in this financial year to improve the condition of the existing estate. This welcome increase in capital funding will mean …
Not Addressed
#5 —
Public Accounts Committee
Recommendation: We remain concerned that the maintenance backlog poses a real threat to achieving a safe and secure prison estate able to accommodate future prison populations. The latest spending review settlement included a welcome boost of £4 billion in capital spending …
Gov response: 5: PAC conclusion: We remain concerned that the maintenance backlog poses a real threat to achieving a safe and secure prison estate able to accommodate future prison populations. 5: PAC recommendation: As part of setting …
Not Addressed
#17 — Ensure asylum accommodation contractors provide decent, safe standards and face penalties for failures.
Women and Equalities Committee
Recommendation: The Home Office must do more to ensure contracted providers of asylum accommodation provide accommodation of a decent, safe standard and hold contractors to account with financial penalties when they fail to do so. The Home Office should enhance its …
Gov response: Substandard conditions in asylum accommodation are unacceptable. We recognise that there have been challenges in securing suitable accommodation for asylum seekers, and we are working hard to address these issues. We are committed to ensuring …
Not Addressed
#16 — Substandard and unsanitary conditions in asylum accommodation continue, impacting vulnerable individuals.
Women and Equalities Committee
Recommendation: Substandard conditions in asylum accommodation are unacceptable. No one should have to endure unsanitary conditions, particularly people who are vulnerable. The slow claim determination process means people can be stuck in poor accommodation for excessive periods leading to and exacerbating …
Gov response: Substandard conditions in asylum accommodation are unacceptable. We recognise that there have been challenges in securing suitable accommodation for asylum seekers, and we are working hard to address these issues. We are committed to ensuring …
Not Addressed
Chy Byghan Residential Home
The provider must ensure people who use services are protected against the risks associated with unclean and not properly maintained premises.
Must Do
Ambleside - Luton
The provider must ensure people who use the service and others are protected against the risks associated with unsafe or unsuitable premises because of adequate measures in relation to the security of the premises and adequate maintenance.
Must Do
Woodland Care Home
Prompt replacement was required for examples of disrepair, such as a cracked bath panel in the first floor bathroom, along with a towel rail that had yet to be affixed in this room. The w/c on the first floor was …
Should Do
Oaklands Care Home
The provider failed to respond in reasonable time in respect of maintenance requests.
Must Do
Laurel Lodge Care Home
The provider must ensure that premises and equipment used by the service provider are safe, suitable for the purpose for which they are being used, and properly maintained.
Must Do
Kingsleigh Residential
The provider had failed to ensure the premises were sufficiently maintained.
Must Do
Haisthorpe House
The provider must ensure people who used services and others are protected against the risks associated with unsafe or unsuitable premises because of inadequate maintenance.
Must Do
Archers Point Residential Home
The premises were not appropriately or safely maintained.
Must Do
Unit 4 Cornishway Industrial Estate
Ensure all premises and equipment are clean, suitable for the purpose for which they are to be used and properly maintained.
Must Do
Lovat House Residential Care
The provider must ensure premises risks to the health and safety of people are effectively maintained and managed.
Must Do
Kingfishers Nursing Home
The premises and equipment used by the service provider were not clean, suitable for the purposes for which they were being used, properly used or properly maintained.
Must Do
Karenza Care Home
The provider had failed to adequately maintain the premises to a satisfactory standard.
Must Do
Darenth Grange Residential Home
The provider should ensure regular environmental audits are robust and all identified defects in the accommodation are scheduled for repair, including loose radiator guards, missing wash hand basin plugs, and holes in walls.
Should Do
Caxton Lodge
The registered provider did not ensure service users were protected against the risks associated with unsafe premises by means of adequate maintenance.
Must Do
Tregertha Court Care Home
The provider must ensure that premises and equipment are safe, clean, and properly maintained to protect people from risks such as scalding from hot water and inadequate heating, and to ensure all essential equipment like stair lifts are in working …
Must Do
The Cottage Residential Home
The provider must ensure people who use services and others are protected against the risks associated with unsafe or unsuitable premises through adequate maintenance.
Must Do
St.Theresa's Nursing Home
The provider must ensure that premises and equipment used by the service provider are safe and suitable for their intended purpose, including addressing hazards like broken shower doors, unregulated water temperatures, and ensuring proper hygiene standards for laundry and commode …
Must Do
Park Grange Care Home
We concluded the premises were not always well maintained.
Must Do
Park Cottages
The building was not maintained and managed in safe way.
Must Do
Haisthorpe House
People who use the services and others were not protected against the risks associated with unsafe or unsuitable premises because of inadequate maintenance.
Must Do
Floron Residential Home for the Elderly
The provider failed to maintain the premises and environment to keep people safe from harm and to ensure they live in a suitable environment. This was a breach of Regulation 15 (Premises and Equipment) of the Health and Social Care …
Must Do
Etherley Lodge
The provider must ensure that premises and equipment are properly maintained and safe, including implementing fire safety control measures, having personal evacuation plans, robust maintenance mechanisms, and ensuring electrical items are tested and damp issues are addressed.
Must Do
Chatting Independently Limited - Orchard View
The provider must ensure people who use services and others are protected against the risks associated with unsafe or unsuitable premises because of inadequate maintenance.
Must Do
Archers Point Residential Home
The provider must ensure the premises and equipment are properly maintained and safe, including providing staff training on fire evacuation equipment, installing window restrictors, repairing defective stair gate locks, securing the laundry room and back door, ensuring premises cleanliness, removing …
Must Do
Tregertha Court Care Home
Regulation 15 HSCA RA Regulations 2014 Premises and equipment
Must Do
Manor House Care Home
People were not fully protected against the risks associated with unsafe or unsuitable premises because servicing and checks of certain areas of the home had not been carried out as planned.
Must Do
Highfield House Residential Home
The provider must ensure suitable premises and equipment.
Must Do
Gledhow Lodge
Health and Safety checks were not always completed effectively and the service's Legionella certificate was out of date. Clinical waste bins were overflowing and accessible to the public.
Must Do
Cranmore
The provider must properly maintain the service.
Must Do
Chiltern View
The provider must ensure the premises are clean and maintained to a suitable standard to meet the needs of people using the service, and that equipment is used effectively to support people's needs.
Must Do
Westwood Care Home
The provider had failed to ensure the fire and building standards were properly risk assessed and maintained.
Must Do
The Briars
The safety of people was not protected because the premises were not secure and properly maintained.
Must Do
Standon House
Improvements were still required to ensure the physical environment was safe for people. For example, we saw some pieces of equipment had visible rust which hampered effective cleaning. The main corridor between parts of the building had a poorly defined …
Should Do
St Georges Nursing Home
We recommend the provider review their ongoing schedule of building works to ensure the building meets the needs of the people living within the home.
Should Do
Spindrift Care Home Limited
The Provider reviews their systems for identifying and responding to maintenance issues to ensure they are addressed promptly.
Should Do
Ridgeway Manor Residential Care Home
Some parts of the home were not adequately maintained or sufficiently clean.
Must Do
Ranyard at Dowe House
The provider must ensure that people are protected from the risks associated with unsafe or unsuitable premises.
Must Do
Keb House Residential Home
The registered provider had not ensured the safety of the premises and equipment was safe to use.
Must Do
Homelea Residential Care Home
Premises and equipment was not secure or properly maintained.
Must Do
Forge House Services Limited
The registered manager should have a clearer process for staff to record any maintenance concerns they found, to support the registered manager's oversight of maintenance issues.
Should Do
Cygnet Bury Hudson
The service must ensure that ward environments are properly maintained and that redecoration is planned and completed promptly.
Must Do
Bracken House
Systems in place failed to identify where the provider had not taken sufficient action to ensure visitors to the home were not at risk when using the lift when the light had broken. For example, there was no signage up …
Should Do
Bracken House
Quality checks failed to identify where sufficient action had not been taken to address environmental risks in the home. For example, where there was a delay by the building provider in replacing 3 soiled bedroom carpets, the provider failed to …
Should Do
Woodlands
Equipment and the premises was not always suitable, properly used or appropriately maintained.
Must Do
Woodland Care Home
All premises and equipment used by the service provider must be (a) clean, (b) secure, (c) suitable for the purpose for which they are being used, (d) properly used (e) properly maintained, and (f) appropriately located for the purpose for …
Must Do
The Homestead (Crowthorne) Limited
The registered person failed to ensure that the premises was clean and fit for purpose and that adequate support facilities and equipment was in place
Must Do
Serenity House
People who use services and others were not protected against the risks associated with unsafe or unsuitable premises because of inadequate maintenance.
Must Do
Chatting Independently Limited - Rectory Drive
People who use services and others were not protected against the risks associated with unsafe or unsuitable premises because of inadequate maintenance.
Must Do
Bourne House
The premise and equipment was not always suitable for the purposes it was being used and properly used and maintained.
Must Do
Ashmore House
The provider must ensure that premises and equipment are properly maintained.
Must Do
Feltham (2021)
HMP & YOI Feltham faced continued challenges during the reporting year, particularly regarding its dilapidated estate which limited purposeful activity. While Covid-19 restrictions led to a safer environment with reduced violence and self-harm, access to mental health support and effective resettlement planning remained areas of concern. Staff dedication was highly commended amidst these difficulties, but the Board noted significant issues with property handling and the collapse of the Listener scheme.
PRISON Key concerns
Drake Hall (2021)
HMP/YOI Drake Hall provides a safe and humane environment, with staff and prisoners showing commendable resilience during the pandemic. However, significant structural issues with accommodation, particularly Richmond and Plymouth houses, persist despite repeated concerns. The Board also highlights challenges with prisoner property transfers, inadequate mental health therapeutic space, and issues affecting resettlement such as late transfers and banking restrictions. Healthcare provision is generally good, managing Covid-19 outbreaks effectively, but specialist support gaps exist for complex needs. The restricted regime impacted rehabilitation, yet efforts were made to maintain activities and contact.
PRISON Key concerns
Featherstone (2021)
HMP Featherstone's IMB report for 2020-21 highlights resilience during Covid-19, with staff and prisoners adapting well, leading to reductions in self-harm and violence. Key concerns include the poor state of the prison's infrastructure, ongoing issues with transferred contracts affecting service provision, and persistent problems with prisoner property. The Board commends efforts in drug reduction and staff dedication in challenging units but calls for urgent investment in the estate, improved contract procurement, and sustained focus on staff culture and healthcare provisions.
PRISON Key concerns
Garth (2021)
HMP Garth faced significant challenges during a reporting year dominated by Covid-19 restrictions, which impacted regimes, staffing, and purposeful activity. Despite this, the Board commended staff for maintaining safety, providing good healthcare, and improving education access. Key concerns remain around poor maintenance by contractor Amey, staff recruitment and retention, inadequate food budgets, and critical issues affecting resettlement and the welfare of IPP and elderly prisoners.
PRISON Key concerns
Belmarsh (2020)
HMP Belmarsh faced a challenging year, dominated by the COVID-19 pandemic, which led to significant regime restrictions. Despite this, the prison demonstrated good infection control, and staff were commended for their dedication and innovative approaches. Key concerns remain the dilapidated shower areas, persistent triple occupancy, and inadequate facilities management. While violence decreased, self-harm incidents increased, and purposeful activity and educational provision continue to need improvement, particularly in high-security and segregation units.
PRISON Key concerns
Sudbury (2021)
HMP/YOI Sudbury, an open Category D male and young offenders resettlement prison, had a population of 484 in April 2021, operating at an operational capacity of 564. The reporting year, ending May 2021, was significantly impacted by Covid-19 restrictions, limiting the Board's observation and affecting many aspects of prison life, including ROTL, social visits, and purposeful activity. Despite challenges, the prison maintained low self-harm rates and experienced no Covid-19 deaths. However, concerns persist regarding the aging infrastructure, property handling during transfers, and access to offender management support.
PRISON Key concerns
Whatton (2021)
HMP Whatton operated under severe Covid-19 restrictions for most of the reporting year, with prisoners confined to cells for 22 hours daily and many activities suspended. Despite these challenges, the Board commended staff for their fair and humane approach, and prisoners largely understood the restrictions. Key concerns include the unsustainable restrictive regime, poor healthcare accommodation, delays in mental health transfers, and a backlog in offending behaviour programmes impacting resettlement.
PRISON Key concerns
Wormwood Scrubs (2021)
HMP Wormwood Scrubs faced a challenging year dominated by Covid-19 restrictions, leading to widespread 23-hour confinement and significant impacts on prisoners' well-being and regime. While safety initiatives saw a reduction in violence and use of force, and the prison successfully managed Covid-19 outbreaks, persistent concerns remain regarding staffing shortages, the breakdown of the key worker scheme, and the efficacy of the complaints system. Healthcare, particularly mental health provision, suffered significantly, with increased referrals and a lack of psychology services, while basic needs like food quality and accommodation standards also continued to be problematic.
PRISON Key concerns
Chelmsford (2021)
HMP/YOI Chelmsford, a Category B local prison, faced significant challenges during a reporting year heavily impacted by COVID-19 restrictions, leading to a restricted regime with limited purposeful activity and prolonged cell confinement. Key concerns included persistent overcrowding, a severe rat infestation, and substantial delays in handling prisoner complaints and property issues. The prison also struggled with staffing shortages, particularly affecting the key worker scheme and healthcare provision, alongside high self-harm rates and increased assaults on staff.
PRISON Key concerns
Springhill (2021)
HMP Springhill, an open Category D prison, held a population of around 255 men in 2021, operating below its Certified Normal Accommodation of 335. The Board noted positive developments in safety indicators, improved equality and diversity monitoring, and enhanced healthcare provision. However, significant concerns remain regarding the dilapidated state of much of the accommodation, the impact of delayed building projects on resettlement, and persistent issues with external probation services affecting ROTL and release outcomes.
PRISON Key concerns
Gartree (2021)
HMP Gartree, a Category B prison, faced significant challenges during a Covid-19 restricted reporting year (Dec 2020 – Nov 2021). While the Board commended the effective management of the pandemic, leading to low infection rates, it raised serious concerns about the detrimental impact of prolonged lock-up on prisoner mental health and rehabilitation. Key issues highlighted include a declining estate infrastructure, recruitment and retention problems in healthcare, and persistent frustrations among IPP prisoners.
PRISON Key concerns
Norwich (2024)
HMP/YOI Norwich, a multi-functional prison, faces significant challenges with dilapidated buildings and high levels of violence and self-harm during the reporting year. While staff show dedication, issues like low prisoner pay, inadequate healthcare access, and a failing key worker system undermine efforts for rehabilitation and humane treatment. The IMB raises repeated concerns about unsuitable detention for mentally unwell prisoners and substandard facilities, particularly the segregation unit.
PRISON Key concerns
Lincoln (2024)
HMP Lincoln, a Category B reception and resettlement prison, continues to treat prisoners fairly and humanely despite challenges from its Victorian infrastructure and high transient population. Positive aspects include improved cleanliness, effective neurodiversity support, and dedicated staff. However, key concerns persist regarding maintenance backlogs, slow access to specialist mental health facilities, property management issues, and inadequate support for remand prisoners and vulnerable populations.
PRISON Key concerns
Hatfield (2024)
HMP Hatfield maintains a high standard as a Category D prison, with a focus on safety, positive staff-prisoner relationships, and excellent resettlement outcomes, including high employment rates post-release. Key concerns persist regarding the impact of wider prison population pressures, maintenance discrepancies at the Lakes site, and delays in estate improvements like the multi-faith centre. The Board notes a recurring issue with prisoners' reluctance to apply to the IMB due to fears of being returned to closed conditions.
PRISON Key concerns
Elmley (2024)
HMP Elmley faces significant challenges, notably an "intolerable" fire safety risk in House Block 5 and generally deteriorating accommodation. While healthcare and equality initiatives show improvement, safety remains a concern with increased self-harm and use of force incidents, exacerbated by poor key working and inconsistent reception processes. Education attendance is low, and there's a need for more purposeful activity.
PRISON Key concerns
Feltham (2024)
HMP/YOI Feltham faces significant challenges, particularly high staff absence severely impacting regime delivery and time out of cell for both young people and adults. The physical environment is in a poor state, with persistent issues like leaking roofs and mould, alongside a worrying increase in violence, including staff assaults on Feltham B, and a rise in contraband finds. While healthcare provision is generally good and staff are commended for their dedication, the lack of purposeful activity, effective key worker sessions, and the closure of the Enhanced Support Unit hinder rehabilitation and overall prisoner wellbeing.
PRISON Key concerns
Ford (2024)
HMP Ford, a Category D open prison, generally provides a safe and humane environment, with commendable improvements in induction processes, security measures, and a strong focus on rehabilitation through education and employment. However, the Board remains concerned about the failing building infrastructure, including critical boiler issues, inadequate phone provision, and persistent delays from probation services impacting prisoner progression and resettlement. The ongoing delay in the prison expansion project and budget cuts to vocational training are also significant concerns.
PRISON Key concerns
Chelmsford (2025)
HMP Chelmsford, a Category B local prison, reported three deaths in custody and a 4% reduction in self-harm incidents, though the total of 848 remains high. Operational capacity was 660, with 71% of the population being unsentenced, and overcrowding remains a significant concern, especially in the older Victorian wings. The prison saw a decrease in prisoner-on-staff violence but an increase in prisoner-on-prisoner violence and consistently high use of force incidents. Challenges persist with mental health provision due to a lack of specialist beds, property safeguarding, and staff conduct, while the Launchpad platform and improved dentistry services were positive developments.
PRISON Key concerns
Whatton (2025)
HMP Whatton, a Category C prison for sexual offenders, maintained an average population of 836. The IMB praised the safe environment, positive staff-prisoner relationships, and improvements in education and family contact. Key concerns include the persistent challenges faced by IPP prisoners, critical under-resourcing impacting the estate and services, and delays in transfers to Category D prisons. Outdated healthcare facilities and accessibility issues for prisoners with mobility problems also remain significant areas for development.
PRISON Key concerns
Berwyn (2020)
HMP Berwyn is a Category C resettlement and training prison with an operational capacity of 2,106. The Board reports a prison in continuous evolution, marked by improved leadership and several positive initiatives in healthcare and education. However, significant concerns persist, including the availability of illicit substances, unaddressed deficiencies in meeting room facilities, and challenges arising from the double-cell design. High rates of self-harm, assaults, and non-attendance at purposeful activities also highlight ongoing issues within the establishment.
PRISON Key concerns
Aylesbury (2020)
Aylesbury YOI, operating with a reduced population of 209 due to special measures, successfully improved its safety and operational performance, leading to the withdrawal of its special measures status. Despite positive developments like improved staff-prisoner relationships and infrastructure upgrades, significant concerns persist regarding the amount of time prisoners spend locked in cells, the quality of purposeful activity, and ongoing staffing and estate issues. The report also highlights challenges in addressing equality and diversity, and the impact of long segregation stays on young prisoners' wellbeing.
PRISON Key concerns
Feltham (2020)
HMYOI Feltham's report (Nov 2019-Aug 2020) highlights a challenging period dominated by COVID-19 lockdown. While staff were commended for their dedication and a reduction in violence and self-harm was noted, concerns persist regarding the long-term impact of extreme confinement on prisoners' mental health. Significant issues include deteriorating accommodation, delays in mental health transfers, and insufficient purposeful activity for young adults.
PRISON Key concerns
Channings Wood (2020)
This IMB annual report for HMP Channings Wood (September 2019 – August 2020) highlights the significant impact of COVID-19 restrictions. The Board commends staff for maintaining a safe and well-run prison, noting reductions in assaults and ACCT cases, and improvements in education and complaint handling. However, key concerns persist regarding the detrimental effect of COVID-19 on prisoners' mental health and self-harm, unacceptably long delays in mental health transfers, the poor condition of the prison estate, and inefficient management of prisoners' property during transfers.
PRISON Key concerns
Featherstone (2020)
HMP Featherstone, a Category C training prison, faced significant challenges during the COVID-19 pandemic reporting period (Nov 2019 - Oct 2020), leading to a restricted regime with prisoners confined to cells for 23 hours a day. Despite this, staff and prisoners generally cooperated well, resulting in a reported reduction in self-harm, violence, and use of force. Key concerns include the poor state of the prison infrastructure, the consistently underperforming education contract with Novus, and issues with healthcare provision, particularly for mental health and dental services.
PRISON Key concerns
Drake Hall (2020)
Drake Hall continues to provide a safe and humane environment, with staff and prisoners adapting well to the challenges of the COVID-19 pandemic, maintaining good order and low levels of violence. However, long-standing concerns persist regarding the unfit condition of Richmond and Plymouth houses, and systemic issues with prisoner property transfers. The pandemic's restricted regime has impacted rehabilitation and purposeful activity, raising concerns about the mental health and resettlement prospects of prisoners, especially those shielding.
PRISON Key concerns
Garth (2020)
HMP Garth faced significant challenges during the reporting year ending November 2020, dominated by the COVID-19 pandemic. The Board commends the Governor and staff for their proactive measures, which successfully kept the prison safe and largely free of the virus among prisoners until October, while adapting the regime and maintaining essential services. Key concerns persist regarding the slow progress for IPP prisoners, lengthy investigations into deaths in custody, staff stress and recruitment, and long-standing issues with property transport and maintenance services.
PRISON Key concerns
Gartree (2020)
This IMB annual report for HMP Gartree covers the period from December 2019 to November 2020, heavily impacted by the COVID-19 pandemic and subsequent lockdowns. Despite these challenges, the prison's management is commended for effectively handling the crisis and maintaining some services. The Board highlights significant reductions in self-harm and assaults, but expresses concerns over the detrimental long-term effects of extended lockdowns on prisoner wellbeing, the deteriorating state of the prison estate, and persistent issues regarding IPP prisoners and property management.
PRISON Key concerns
Rochester (2021)
HMP/YOI Rochester maintained a stable, safe, and decent environment despite severe COVID-19 lockdown restrictions, with violence and self-harm incidents lower than anticipated. However, the restrictive regime, which involved locking prisoners up for 22 hours a day, significantly curtailed purposeful activity and resettlement efforts. Key concerns include persistent drug issues, inadequate accommodation for released prisoners, property losses during transfers, and a shortage of Category D places.
PRISON Key concerns
Low Newton (2021)
This IMB report for HMP/YOI Low Newton covers March 2020 – February 2021, a period significantly impacted by Covid-19. The Board found the prison generally safe and prisoners treated humanely, commending staff for adapting well to pandemic challenges. Key concerns remain regarding the high number of prisoners with severe mental health issues, the need for funding for educational initiatives, and ongoing estate issues impacting purposeful activity.
PRISON Key concerns
Coldingley (2021)
HMP Coldingley, a Category C training prison, faced significant challenges due to the Covid-19 pandemic, impacting regime, education, and work. The Board commends staff for maintaining a humane regime, containing Covid-19 outbreaks, and facilitating out-of-cell time. Key concerns include illicit items leading to violence, the lack of in-cell sanitation in older wings, and the poor state of the estate. The report highlights progress in areas like new accommodation pods and education initiatives but calls for addressing long-standing issues such as IPP prisoners and resettlement challenges.
PRISON Key concerns
Long Lartin (2021)
HMP Long Lartin, a Category A/B dispersal prison, operated under a severely restricted Covid-19 regime throughout 2021, leading to reduced activities and frustrations. While the prison was orderly and staff generally humane, violence increased, and self-harm incidents were high, largely due to a few complex individuals. Significant concerns persist regarding the inhumane night sanitation system, inadequate estate maintenance by Amey, and persistent delays in mental health hospital transfers.
PRISON Key concerns
Bure (2021)
HMP Bure, a Category C prison for men convicted of sexual offences, operated under severe Covid-19 restrictions during the reporting period, leading to extensive lockdowns and reduced regime. Despite these challenges, the Board found generally good staff-prisoner relationships, an outstanding safer custody team, and fully staffed healthcare. Key concerns include the lack of rehabilitative interventions for IPP prisoners, the absence of in-cell telephony, persistent estate issues such as heating and ventilation, significant staffing shortages in offender management, and limitations on family contact.
PRISON Key concerns
Standford Hill (2022)
HMP/YOI Standford Hill, a Category D open prison, successfully maintained operations during the reporting period despite COVID-19, achieving low infection rates and a strong focus on prisoner rehabilitation, reflected in low reoffending. The IMB noted humane treatment of prisoners, dedicated healthcare, and an excellent record in providing work opportunities. Key concerns include poor performance by GFSL, inadequate technological support, and the deteriorating state of the prison's estate.
PRISON Key concerns
Lewes (2024)
HMP Lewes is a Category B local prison facing significant challenges in safety, healthcare, and infrastructure, despite some positive developments. Self-harm incidents and prisoner-on-prisoner violence have increased substantially, while time out of cell remains limited. Persistent issues with the estate, healthcare staffing, and disproportionality in treatment continue to impact prisoner welfare, necessitating ongoing Board scrutiny and recommendations to the Minister, Prison Service, and Governor.
PRISON Key concerns
Leicester (2024)
HMP Leicester, a busy local prison, continues to be well led despite the challenges of old buildings needing investment and high prisoner churn. While staff-prisoner interactions are positive and resettlement planning is a strength, the Board remains concerned by rising self-harm incidents, delays in mental health transfers, prisoners leaving without accommodation, and deteriorating cell conditions. Key working remains insufficient, and the substance misuse unit is not delivering its full therapeutic regime.
PRISON Key concerns
Glasgow, Edinburgh and Larne House Short Term Holding Facilities (2020)
This report covers the Glasgow, Edinburgh and Larne House Short-Term Holding Facilities from February 2019 to January 2020. The Board found that detainees are largely treated humanely and respectfully by DCOs across all establishments, noting good practice in various areas. However, significant concerns remain regarding the adequacy of airport Holding Rooms for longer stays, including lack of fresh air, natural light, showering facilities, and exercise opportunities. Other key issues include delays in building work at Glasgow Airport, inadequate separation of female accommodation at Larne House, and problems with accessing prescribed medication for detainees.
PRISON Key concerns
Chelmsford (2020)
HMP/YOI Chelmsford experienced a challenging year, with the latter half dominated by a restrictive COVID-19 lockdown which successfully prevented prisoner infections but curtailed regime activities. The Board raised significant concerns including overcrowding, the poor condition of A-wing, insufficient post-release accommodation, and issues with equality and mental health provision. Despite these failings, often attributed to government policy, the Board commended staff dedication and professionalism.
PRISON Key concerns
Grendon (2020)
HMP Grendon successfully prevented COVID-19 infections among residents during the reporting period, maintaining overall safety despite significant regime restrictions. Key challenges included increased safer custody incidents, concerns about the indecency of cell pots, and the ineffectiveness of diversity monitoring. The Board noted significant interruptions to therapy and face-to-face education, which impacted resident progression, and has raised recommendations concerning sanitation, equalities, cell bell responses, and recategorisation processes.
PRISON Key concerns
Dovegate (2021)
HMP Dovegate, a Category B training prison, maintained a generally calm environment with positive staff-resident relationships despite the challenges of the Covid-19 pandemic. The Board welcomed improvements in facilities, the rollout of body-worn cameras, and innovative staff recruitment. However, significant concerns remain regarding unresolved property transfer issues, the lack of progress for IPP prisoners, and the inadequacy of the healthcare inpatient unit, alongside a dramatic rise in healthcare waiting times due to pandemic restrictions.
PRISON Key concerns
Dungavel House IRC (2021)
Dungavel IRC was well-managed by both GEO and Mitie throughout 2021 despite COVID-19 challenges, treating residents fairly and safely. Healthcare provision was good, and a relaxed regime with ample activities was maintained due to low resident numbers. Key concerns included IMB member recruitment, high CSU temperatures, the need for a disability officer, and unresolved issues like staff negotiation training and parking.
IRC Key concerns
Channings Wood (2025)
HMP Channings Wood, a Category C prison, experienced an increase in deaths in custody and persistent issues with prisoner property and outstanding infrastructure repairs during the reporting period ending August 2025. Despite improvements in education attendance and some aspects of daily regime, concerns remain regarding out-of-hours healthcare for an ageing population, insufficient purposeful activity, and the negative impact of staffing reductions on key services. The Board highlights the inhumane conditions for IPP prisoners and notes a significant rise in prisoner complaints.
PRISON Key concerns
Featherstone (2024)
HMP Featherstone faced challenges including the dilapidated state of its facilities, persistent issues with property management, and stretched healthcare services, particularly for mental health. However, the Board observed improvements in staffing levels, education provision, and reduced waiting times for doctors and dentists. Key concerns remain around the prison's aging infrastructure, the treatment of mentally unwell prisoners in segregation, and inconsistent staff culture.
PRISON Key concerns
Long Lartin (2020)
The buildings maintenance contractor continues to have a serious backlog of jobs, some of which remain unfinished, and some have not begun.
Governor / Director
Springhill (2022)
The Board again emphasises the need for appropriate investment as opposed to short-term funding to patch the generally decaying infrastructure of the whole site.
Other
Lincoln (2022)
As in previous years, the Board remains concerned about the tardy manner in which numerous repair and maintenance jobs across the establishment are dealt with (see paragraph 5.1.5).
HMPPS
Hollesley Bay (2022)
Requests that the outstanding repair and maintenance issues being faced daily by most prisons in the UK are addressed.
HMPPS
Hollesley Bay (2022)
Requests that the outstanding repair and maintenance issues being faced daily by most prisons in the UK are addressed.
HMPPS
Gartree (2023)
Will the Minister confirm, again, that the necessary funding will be made available to Gartree to address the unacceptable state of the showers? In the response to the IMB’s 2021-2022 annual report, the Minister advised that ‘shower upgrades have been incorporated into the fire safety improvement programme…’. The building work on B wing took much longer than advised and there …
Ministry of Justice
Morton Hall (2024)
Fridges and freezers (5.1.7) in the kitchens are old and break down frequently (a new walk-in fridge freezer was funded within the 24/25 financial year, but delays caused by Amey projects (the infrastructure provider) prevented this from being installed. However, it has been luck that has prevented lack of capacity leading to deterioration of food, so could the replacement of …
HMPPS
Liverpool (2024)
Given the age and nature of HMP Liverpool, will the Prison Service improve the maintenance response times, both planned and delivered, to ensure the prison provides consistently decent and safe accommodation? In addressing this issue, will the service consider that employing a dedicated responsive maintenance manager could be self-financing by eliminating waste and over charging, and making prison operations more …
HMPPS
Gartree (2024)
Last year after the Board again raised concerns about the ageing fabric of Gartree, the Minister advised that: ‘Over the past year, improvements have been made to the heating and hot water pumps and valves linked to a new Building Management System continuing to be changed to improve control of these systems across HMP Gartree.’ It is disappointing to report …
Ministry of Justice
Featherstone (2024)
As previously reported over several years, Featherstone is in a dilapidated state and does not provide the facilities expected in a modern prison. Many applications received are about the quality of the food and this could be improved if the kitchen facilities were improved. The kitchen and the equipment its old and dated, it requires a high level of constant …
Ministry of Justice
Elmley (2024)
Substantial investment is required to bring existing accommodation up to an acceptable standard. Aspects, including access to clean, working showers and reliable heating are insufficient and provision continues to deteriorate.
Ministry of Justice
Brinsford (2023)
Estates have had a contractor in to look at this problem and submit a price, which has required the Area Property Operations Manager (APOM) to submit a bid for the repairs. Why is it taking so long for monies to be made available for essential work to be carried out?
Ministry of Justice
Brinsford (2023)
There is a long-standing leak in the reception area. The Board has been aware of the leak for two years, if not longer, but it continues to be a major problem. Many hours are spent cleaning up the stained and smelly water as is trying to secure money for the work to be completed. In the meantime, money is spent …
Ministry of Justice
Wymott (2020)
The Board appreciates the investment that has gone into the boiler house and the services to A and B wings (see section 5.1). Will there be funding available in the next year for the major refurbishment still needed on these wings?
HMPPS
Manchester (2020)
The Board recommends that the Governor addresses the number of outstanding repairs across the estate, and, in particular, the length of time that it takes for repairs to be completed.
Governor / Director
Exeter (2020)
Will the Prison Service review its quality assurance arrangements to improve the effectiveness of GFSL in providing an efficient and responsive maintenance service which supports the Governor’s efforts to embed a dignity and decency agenda? (See paragraph 3.2.5).
HMPPS
Wandsworth (2021)
The fabric of the prisoner accommodation continued to be unacceptable with broken windows, mould, leaking plumbing, leaking rooves, frequent heating failures, pigeon faeces, rodents and other issues. This is neither decent nor acceptable. What plans does the Prison Service have to address the wholly unacceptable state of the residential facilities?
HMPPS
The Mount (2021)
Some investment has been made to improve the showers but more is still needed to bring them to an acceptable standard.
HMPPS
Swaleside (2022)
The installation of showers throughout the establishment should be completed. The identified faults with recently installed showers should be remedied urgently.
Governor / Director
Onley (2022)
Her Majesty’s Prison and Probation Service (HMPPS) should advise when essential work on the poor state of windows in the older parts of the prison will be carried out, as it has a detrimental effect on decency standards and needs addressing as a priority.
HMPPS
Holme House (2022)
We would like the Governor to continue to get repairs and maintenance improved.
Governor / Director
Holme House (2022)
Repairs and maintenance are slow and therefore the backlog increases. Cell and house block repairs, floors, kitchen equipment and other areas of disrepair are not carried out effectively and this has caused a number of problems.
HMPPS
Drake Hall (2022)
The Board again draws attention to the condition of Richmond and Plymouth houses. They are not fit for purpose. The provision of new accommodation is long overdue. Despite a major capital scheme to develop the site at Drake Hall, no provision is in place to replace these units (see section 5.1).
Other
Wandsworth (2023)
Men have endured another year of inadequate shower facilities coupled with numerous boiler failures resulting in periods of no hot water or heating. When will the old and inadequate heating and water systems be replaced with modern, efficient equipment?
HMPPS
Onley (2023)
Can a date be given for when the capital bid for replacement windows, approved in 2019, will be carried out?
HMPPS
Isle of Wight (2023)
How will the Governor prioritise the repair of the heating plant in Parkhurst and the provision of washing machines and driers on all wings?
Governor / Director
Gartree (2023)
Is it cost effective to deal with repairs in this way, when prisoners, including those on the over 50s wing, have been left for days during particularly cold periods with no heating at all? Can the Minister confirm that the overall responsibility for the fabric lies outside the control of the Governor and the LTHSE? When issues arise that cannot …
Ministry of Justice
Frankland (2023)
The loss of working days for prisoners at HMP Frankland, due to ineffective heating, has been an issue reported on over a number of years in our annual reports. What are your plans to rectify this ongoing issue?
HMPPS
Risley (2024)
We recognise that the government has invested in building new prisons however the provision for maintaining and repairing the current estate feels insufficient. Are there any plans to invest in the current infrastructure?
Ministry of Justice
Preston (2024)
There are serious problems with the fabric of this Victorian prison. The reception area and the gate house are not fit for purpose and the offender management’s unit’s (OMU) prefabricated structure was condemned 15 years ago. How will the Minister address this problem?
Ministry of Justice
Huntercombe (2024)
When will the Ministry of Justice provide Huntercombe with a new arrangement for maintenance of the kitchen equipment?
Ministry of Justice
Huntercombe (2024)
When will the Ministry of Justice provide replacement parts for a broken door in the segregation unit at Huntercombe?
Ministry of Justice
Grendon (2024)
There are still issues with the building infrastructure and associated poor sanitation arrangements in the non-refurbished wings, along with continued rat infestation and the over-heating that is experienced by staff and prisoners during the year. What longer-term plans does the Governor have to address these issues?
Governor / Director
Gartree (2024)
Will the Governor ensure that, during the coming year, repairs to the fabric of the kitchen will be a priority to ensure hygienic food production and that all unreliable and unserviceable kitchen appliances will be repaired or replaced without delay?
Governor / Director
Gartree (2024)
For yet another year (and, in the case of the heating system in the kitchens, the fourth year running), essential equipment in the kitchen is not replaced or repaired. Can the Prison Service confirm that the service level agreement with the supplier/contractor is being adequately managed and reviewed?
HMPPS
Exeter (2024)
The Board is concerned that the refurbishment of D wing has created a number of consequential problems, including ventilation (mould growth) and inadequate plumbing. What arrangements are in place to review the approval and ongoing management of tenders and contracts?
HMPPS
Drake Hall (2024)
The Board has, yet again, to raise the conditions observed in Richmond and Plymouth houses. It has raised concerns since 1999 and makes no apology for any repetition. As noted in last year’s report, despite considerable efforts by the prison to improve conditions, problems remain. Maintaining these facilities is a time-consuming and pointless task. Structural problems make attempts at improvement …
Other
Channings Wood (2024)
The inability to conduct timely repairs to roofing, heating systems and work-related equipment continues to undermine operational effectiveness and limit capacity in purposeful activity. As in our previous report, the Board, again, asks why has this situation been allowed to drag on for so long and when will it be resolved?
Ministry of Justice
Rochester (2025)
While the UN requires improvements to maintenance and repair of accommodation, the view of the Board is that the dilapidated buildings at Rochester continue to deteriorate and are barely meeting acceptable standards of accommodation. It retains the view that Rochester should be completely redeveloped.
HMPPS
Brinsford (2025)
The overall condition of Brinsford is still very outdated and in a poor state of repair. Previous improvements and decoration were short-term solutions and completed to a poor standard. Brinsford still needs a great deal of investment to return it to an an acceptable standard. How - and when - will the Prison Service address this issue?
HMPPS
Brinsford (2025)
We have noted in our two previous reports that the ‘new’ heating system is not up to standard. When will the Prison Service commission an urgent review to find a better way of heating and controlling the heat within the prison?
HMPPS
Styal (2020)
Contracts with outside maintenance providers continue to result in manifestly excessive quotations and long delays in repairs and refurbishment, including health and safety-related matters. Some areas of the estate are unusable because of the debris and waste left by Amey and contractors.
Other
Styal (2020)
As also reported last year, there continue to be significant failings in the maintenance of the accommodation at the prison. These failings are resulting in further deterioration in the fabric and serious decency issues for the prisoners.
Other
Whatton (2020)
The standard of the accommodation in the healthcare centre remains a significant concern, as indicated in our letter to the minister in April 2020 (see paragraphs 6.1.8 to 6.1.11). Will the Prison Service consider substantial refurbishment or replacement of the healthcare facilities, now that more capital funding has been made available?
HMPPS
Whatton (2020)
Although £83m has recently been pledged by the government for the maintenance of prisons, the Board is concerned that when the COVID-19 restrictions are eased, there will still be a delay to the improvement of the prison’s healthcare facilities (see paragraphs 6.1.8 to 6.1.11). Is the minister able to offer reassurance on this matter?
Ministry of Justice
Thameside (2020)
The Director should address endemic facilities failures, including the unreliability and slow repair of the in-cell CMS, serially broken lifts, and the inadequate virtual campus system.
Governor / Director
Portland (2020)
Structural repairs that are urgently required to the fabric of buildings, plumbing, heating and telephony systems in Portland need to be investigated and addressed accordingly. An updated assessment of health and safety conditions in the workshops also needs to be undertaken, and any failings put right.
HMPPS
Oakwood (2020)
The Director should consider a request to HMPPS for upgrade of the shower and toilet facilities and an upgrade of the shower curtains and fittings in the cells.
Governor / Director
Kirkham (2020)
Address the poor lighting around the site and resolve delays in fixing reported maintenance issues, particularly those impacted by Amey staffing issues.
HMPPS
Heathrow Immigration Removal Centre (2020)
The Home Office should investigate the on-going issues with regard to heat and cold on both sites and support the Contractor by providing funding to undertake major capital works if needed to resolve them and create a more appropriate environment.
Home Office
P-001305 — A care home in the Wirral area
Miss I complains a care home in the Wirral area failed to reconnect her late brother's disconnected oxygen tube for an hour. She also complains that his pressure mattress collapsed and was not adequately replaced for two days.
NHS in England Partly Upheld Feb 2022
P-001898 — A care home in the Birmingham area
Mr O complains about the Home's management of his mother's incontinence pads and that it did not apply cream to treat the rash on his mother's thighs.
NHS in England Mar 2023
P-002627 — Royal Free London NHS Foundation Trust
Ms B complains the Trust injured her aunt's leg during a routine dialysis appointment and did not treat this as a serious incident. She also complains the Trust did not manage or monitor her aunt's pain, her food and drink, pressure sores or continence hygiene.
NHS in England Upheld May 2024
P-002306 — The Dudley Group NHS Foundation Trust
Mrs D complains about the Trust's care and treatment of her mother. She complains the Trust allowed her mother to develop pressure sores, neglected her, kept moving her to different wards and did not communicate well with her family.
NHS in England Nov 2023
P-002318 — Mersey and West Lancashire Teaching Hospitals NHS Trust
Mrs A complains that between September and December 2022 the Trust did not prevent her mother’s falls as staff did not help her in and out of bed. She also complains it did not manage her personal hygiene and welfare to an acceptable standard.
NHS in England Nov 2023
P-002763 — Lancashire Teaching Hospitals NHS Foundation Trust
Miss T complains staff at the Trust did not keep her mother adequately hydrated, check her pressure areas and keep her oxygen saturation within the target range.
NHS in England Partly Upheld Jul 2024
PSOW-202107545 — Swansea Council
Mrs X complained about issues regarding the kitchen refit that the Council undertook at her home, including delays, the quality of workmanship and the lack of adequate liaison between tradespeople. She complained that she was left without a functioning kitchen for over 20 months. The Ombudsman found that, although the …
PSOW (Public Services Om… Local Government Apr 2022
PSOW-202304238 — Pembrokeshire County Council
Mr B complained about outstanding work that was due to be completed in his property by the Council. Mr B said that he had repeatedly raised the issue but had not received a date by which the Council would complete the work. The Ombudsman contacted the Council and it was …
PSOW (Public Services Om… Local Government Oct 2023
PSOW-202305161 — Pembrokeshire County Council
Mrs A complained that despite Pembrokeshire County Council telling her that it would investigate the damp in her property during the summer of 2022, it had not. Further, Mrs A said that the Council had not responded to her emails about the issue. The Ombudsman found that in its letter …
PSOW (Public Services Om… Local Government Nov 2023
PSOW-202501517 — Cardiff Community Housing Association
Mrs X complained that Cardiff Community Housing Association had damaged her wall. The Ombudsman found that, although the Association had issued a response to Mrs X, it was not a formal complaint response, and it was not issued in line with its complaints procedure. She said this caused uncertainty and …
PSOW (Public Services Om… Housing Aug 2025
PSOW-202507308 — Tai Tarian
Miss B complained about the delay in Tai Tarian responding to her reports of a leaking boiler and other issues within the property. Miss B also complained about the delay in receiving a response to her complaint. The Ombudsman found that the Association had failed to log Miss B;s concerns …
PSOW (Public Services Om… Dec 2025
PSOW-202502166 — Ateb Group Ltd
Mr A complained that a shed he had been provided with by Ateb Group Ltd, as redress for previous heating issues, had not been installed correctly and he had been unable to use it as intended. The Ombudsman decided that there had been a failure in communication between the Housing …
PSOW (Public Services Om… Jan 2026
201103787 — Rural Stirling Housing Association Ltd
Ms C lives in a block of four flats managed by the association. She and other tenants raised a number of complaints about the level of sound insulation between upper and lower properties. Although Ms C had raised concerns about the sound insulation since the properties were built in 2007, …
SPSO (Scottish Public Se… Local Government Partly Upheld Sep 2012
201103743 — The Highland Council
Mr C was unhappy when the council decided to install electric dry panel heaters in his property when his heating system failed. In particular, he was dissatisfied that he was not given the opportunity to refuse this heating system, as he said that other types of heating were available. He …
SPSO (Scottish Public Se… Local Government Not Upheld Sep 2012
201504184 — The City of Edinburgh Council
Mr C complained about the council after waiting over a year for repairs to the front door of his council tenancy. At the time he first approached us the repairs had still not been completed and the council had advised him that this was due to numerous issues regarding door …
SPSO (Scottish Public Se… Local Government Upheld May 2016
201800460 — Eildon Housing Association Ltd
Mrs C complained that she had been experiencing issues with the heating system in her home for a considerable length of time and that the actions taken by the housing association to resolve the situation were inadequate. Mrs C complained to the association on four occasions in a two year …
SPSO (Scottish Public Se… Local Government Partly Upheld Sep 2018
201804856 — Argyll and Bute Health and Social Care Partnership
Mr C's child (Child A) suffered from a rare medical condition. Mr C complained that Child A and their family had not been provided with adequate care and support in the community. In particular, Mr C complained about the failure of the community nurse to visit and the failure by …
SPSO (Scottish Public Se… Health and Social Care Partly Upheld Mar 2020
202503318 — Sanctuary Cumbernauld
C complained about the condition of their adult child (A)'s property. C said that the house was impossible to heat, and constantly cold and damp. Following our decision to move the case to investigation, the association offered A a new flat. C was happy with this outcome and we closed …
SPSO (Scottish Public Se… Housing Associations Feb 2026
PSOW-202107482 — Trivallis
Miss X complained that the Association had failed to complete work in her property and would not communicate effectively with her. In considering the complaint, the Ombudsman was concerned that Miss X was restricted from contacting the Association by telephone and that written correspondence from the Association was not always …
PSOW (Public Services Om… Mar 2022
PSOW-202105641 — Grwp Cynefin
Mr X complained that his landlord, Grwp Cynefin, had failed to inform him of structural works being undertaken at an attached property. The works went on for seven months in total, during which time he was never given an end date for the works, and there was confusion about the …
PSOW (Public Services Om… Mar 2022
PSOW-202106659 — Carmarthenshire County Council
Mrs X complained that a flood had caused damage to her mother’s property back in May 2021, and that there has been a delay in the Council repairing the property. The Ombudsman was concerned that Mrs X had yet to receive a stage 2 response to her complaint and contacted …
PSOW (Public Services Om… Local Government Mar 2022
PSOW-202201035 — Carmarthenshire County Council
Ms X complained that despite the Council taking over 18 months to complete works in her home, there were still repairs that were outstanding. She said she had formally complained to the Council but had never received a written response. In considering the complaint, the Ombudsman was concerned that after …
PSOW (Public Services Om… Local Government Jun 2022
PSOW-202201275 — Hafod Housing Association
Mr X complained about an alleged leaking garage roof, and damaged personal items. He also complained about a lack of communication with the Association’s contractors who he alleges cancels appointments without notice very late in the day. The Ombudsman decided that the Association should provide Mr X with a formal …
PSOW (Public Services Om… Housing Jun 2022
PSOW-202202820 — Powys County Council
Ms X complained that she had been left with outstandingrepairs to her property despite the Council promising to act. Ms X further complained that there were brokenAsbestos boards within the property and that these had not yet been removed. The Ombudsman was concerned that Ms X had outstandingrepairs on her …
PSOW (Public Services Om… Local Government Aug 2022
PSOW-202202088 — Pembrokeshire County Council
Ms G complained to the Ombudsman that Pembrokeshire County Council had not resolved several maintenance issuesin respect of her property, which datedback to when Ms G moved into the property in March 2020. The Ombudsman found that following Ms G raising her complaint with the Council in September 2021, it …
PSOW (Public Services Om… Local Government Aug 2022
PSOW-202205285 — Hafod Housing Association
Mr T complained that Hafod Housing Association had failed to resolve his complaint about housing repair issues. The Housing Association said it was awaiting completion of the repair works before issuing its complaint response. The Housing Association said that repair works have now been undertaken to the rainwater downpipe and …
PSOW (Public Services Om… Housing Nov 2022
PSOW-202301057 — Trivallis
Miss L complained that Trivallis had failed to act on concerns regarding a damp and mouldy property. She further complained that works had been delayed and caused further damage to her property. The Ombudsman concluded that there had been a significant delay in resolving Miss L’s concerns, and that it …
PSOW (Public Services Om… Jun 2023
PSOW-202300060 — Cardiff Council
Miss L complained that Cardiff Council failed to resolve issues of Anti-Social Behaviour. She further complained that although the Council confirmed a neighbouring greenhouse was the main cause of damp within her property, it failed to take any action since 2020. The Ombudsman concluded that there had been a significant …
PSOW (Public Services Om… Local Government Jun 2023
PSOW-202307988 — Tai Calon Community Housing
Mrs C submitted a complaint on behalf of Mr D about Tai Calon Community Housing (“Tai Calon”). Mrs C said that Mr D’s front external door was not fit for purpose and had a gap in the frame, despite Tai Calon attempting a repair. She said that as a result …
PSOW (Public Services Om… Housing Jan 2024
PSOW-202400537 — Hafod Housing Association
Ms Q complained that Hafod Housing Association had failed to deal with a repair to resolve an issue of water ingress leaking through ceiling air vents. The Ombudsman found that whilst the Association had attended Ms Q’s property to carry out works, there had been miscommunication between Ms Q and …
PSOW (Public Services Om… Housing Jun 2024
PSOW-202401790 — Hafod Housing Association
Ms A complained that the Housing Association failed to carry out the necessary repair work to her property, despite the Ombudsman having previously referred the matter to it to be dealt with. As the Housing Association agreed that it would undertake the work, apologise to Ms A for the delay …
PSOW (Public Services Om… Housing Jul 2024
PSOW-202401382 — Hafod Housing Association
Mr A complained about the Housing Association (the HA) not listening to his complaints, and the delay in the HA replacing the defective cavity wall insulation in his block of flats and dealing with the issue of mould. Mr A, who has mental health issues, said that his physical and …
PSOW (Public Services Om… Housing Aug 2024
PSOW-202409655 — Trivallis
Ms X complained that her garden had been unusable and unsafe for many years. She complained that Trivallis had failed to act promptly to address the issues, even once it had undertaken a site survey and monitored the problems in order to establish what works were required. Finally, she complained …
PSOW (Public Services Om… Apr 2025
PSOW-202410159 — Hafod Housing Association
Miss X complained that Hafod Housing Association failed to address the damp and mould in her property for four months. As a result of this, Miss X’s belongings and decor were ruined. The Ombudsman found the Association had received a complaint from Miss X in January, however, it had dealt …
PSOW (Public Services Om… Housing Apr 2025
PSOW-202501243 — Cardiff Council
Mr X complained that Cardiff Council failed to address the situation regarding the garden at the property and was dissatisfied with the response. The Ombudsman found that Mr X and the Council came to an agreement regarding the garden, however the Council still wanted to issue the response it intended …
PSOW (Public Services Om… Local Government Aug 2025
PSOW-202503864 — Hedyn
Mr A complained about delays in completing repairs to his property and a decision reached to restrict contact with the Housing Association. The assessment found that the decision to restrict Mr A’s contact was made in accordance with the relevant policy and one that the Housing Association was entitled to …
PSOW (Public Services Om… Nov 2025
21-017-084 — London Borough of Lewisham
Summary: Mrs X and Mr D complained the Council wrongly found their temporary accommodation suitable and it discharged its housing duty towards them. He also said it had failed to act as set out in its repairs policy when they had mould in the property and water leak from another …
LGO (Local Government & … Housing Upheld Sep 2022
23-019-648 — South Derbyshire District Council
Summary: Ms X complained about delays and poor-quality workmanship of a wet room she had installed under a Disabled Facilities Grant. The Council was at fault. Its contractor took too long installing the wet room and poor quality of works has led to ongoing problems and snags. The Council agreed …
LGO (Local Government & … Adult Care Services Upheld Sep 2024
201102085 — Aberdeenshire Council
Mrs C was awarded a grant through the Housing (Scotland) Act 1987 for repairs to her house roof. As the initial contractors could not carry out the works quickly enough, Mrs C obtained a further contractor directly who proceeded to carry out the works. Once the contractor completed the works, …
SPSO (Scottish Public Se… Local Government Not Upheld Mar 2012
201102903 — West Lothian Council
Mr C, an advice worker, complained on behalf of Ms A. Ms A said that since July 2010 she had been regularly complaining about a communal leaking/dripping water tank. She said no effective repairs were carried out because of access problems to the flat above hers. The pipes froze in …
SPSO (Scottish Public Se… Local Government Partly Upheld Jul 2012
201104105 — The City of Edinburgh Council
In the first 14 months of her tenancy, Mrs C experienced six leaks from the flat upstairs. The leaks were repaired by the council within their normal timescales. However, Mrs C thought that they should have done more to prevent recurrence, and that they should redecorate the affected areas. The …
SPSO (Scottish Public Se… Local Government Partly Upheld Aug 2012
201202153 — Dundee City Council
Mr C complained that following a water leak in his property, the council treated the water mark and then painted the whole area with a magnolia anti-mould paint. He was unhappy because the hall had previously been painted white, not magnolia. The council had told him that rather than simply …
SPSO (Scottish Public Se… Local Government Not Upheld Nov 2012
201103142 — Hebridean Housing Partnership Ltd
Mr C suffers from a chronic, degenerative back condition and had since 2009 been in contact with housing partnership about draughts in his home, water coming in around his front door and the replacement of his solid fuel heating system. He provided evidence from his occupational therapist and GP that …
SPSO (Scottish Public Se… Local Government Partly Upheld Nov 2012
201202656 — Fife Council
Mr C had to move from his previous council tenancy and, at short notice, was offered the tenancy of another house in a different town. Mr C said that he, his partner and several friends worked hard to clear his former tenancy and leave it in a tidy state, but …
SPSO (Scottish Public Se… Local Government Upheld Sep 2013
201300607 — Castle Rock Edinvar Housing Association
Ms C complained about the length of time that the housing association took to complete repairs to her flat. She had moved into her property in December 2012 and had been in contact with the association from then on about repairs, before eventually making a formal complaint some three months …
SPSO (Scottish Public Se… Local Government Partly Upheld Jan 2014
201304103 — Waverley Housing
Mr A was a tenant of the association. Mrs C, who is a support worker, complained on his behalf that the association did not deal competently with his complaints about gas safety concerns. From the evidence we saw, however, we were satisfied that the association acted appropriately to deal with …
SPSO (Scottish Public Se… Local Government Partly Upheld Oct 2014
201305568 — Cairn Housing Association Ltd
Ms C, who is a tenant of the association, complained to us about four issues. Firstly, she complained that the property she rented from the association was not in a tenantable condition. However, the association demonstrated that inspections took place before Ms C moved into the property which indicated that …
SPSO (Scottish Public Se… Local Government Partly Upheld Nov 2014
201403698 — The City of Edinburgh Council
Mr C complained on behalf of Mr A. He said Mr A's flat had not been redecorated as promised whilst Mr A was staying in temporary accomodation. Work on his kitchen had not been completed, and a damp problem within the bathroom had not been completely rectified. Mr C also …
SPSO (Scottish Public Se… Local Government Partly Upheld Sep 2015
201402587 — Queens Cross Housing Association Ltd
Ms C complained that when she had taken up her tenancy, her flat had been suffering from water ingress. She said the association had been aware of this problem prior to the allocation of the property. She also complained that although it had been agreed that she should not pay …
SPSO (Scottish Public Se… Local Government Partly Upheld Sep 2015
201502775 — Lochalsh & Skye Housing Association Limited
Miss C complained about the housing association. They were holding her responsible for works required to repair damage to the kitchen after she had exchanged her property with the tenant of another housing association. She disputed this as, a couple of months before she moved, her property had been inspected …
SPSO (Scottish Public Se… Local Government Upheld Jan 2016
201508612 — Home Scotland
The back door to Mrs C's property had not been properly fitted. Mrs C complained that although the housing association had accepted the door they had fitted was inadequate, the problem had still not been resolved at the point Mrs C left the property, some two years after the problem …
SPSO (Scottish Public Se… Housing Associations Upheld Feb 2017
201507733 — Renfrewshire Council
Miss C complained that the council failed to carry out repairs within a reasonable timescale and had not dealt reasonably with a request for rent remission (that she should not pay full rent during some of the time the repairs were taking place). While we noted that a number of …
SPSO (Scottish Public Se… Local Government Not Upheld Feb 2017
201704002 — Aberdeen City Council
Mr C complained on behalf of an elderly relative (Mrs A) that the council unreasonably charged her for a replacement front door after she left her council tenancy, and about the council's response to his complaint. Mrs A changed the front door for one of her own preference several years …
SPSO (Scottish Public Se… Local Government Upheld Apr 2018
201700213 — Renfrewshire Council
Mr C complained about the council on behalf of his mother (Mrs A) who is a council tenant. Mr C said that her property had been in a state of disrepair with issues including repeated boiler breakdowns, faulty electrics, persistent roof leaks and draughty windows. Mrs A had been reporting …
SPSO (Scottish Public Se… Local Government Upheld Jul 2018
201608235 — Aberdeen City Council
Mrs C complained that the council failed to reasonably respond to concerns she raised about dampness and mould in her property. Mrs C said that throughout the time she resided there, she and her family had to endure intolerable living conditions which affected their health. She also said that furniture …
SPSO (Scottish Public Se… Local Government Partly Upheld Jul 2018
201607398 — Sanctuary (Scotland) Housing Association Ltd
Mr C complained that the association did not respond reasonably to his requests for repairs to his heating system. Mr C reported the failure of his heating system and the association considered several options including repairing the existing system, replacing it with a new system and disposing of the property …
SPSO (Scottish Public Se… Local Government Upheld Oct 2018
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